Shipping policy
General Shipping Information
All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Please note shipping timelines are separate from order processing timelines and may vary a bit during busy season such as holidays.
Do you ship outside of Canada and the US?
We currently do not ship to countries other than the United States and Canada due to the increased price in shipments and duties. We're hoping to have this resolved soon so our drops can be in homes all over the globe!Lost, Stolen, or Missing Packages
This is never what we want, but on rare occasions packages can be delayed, lost in transit, or returned to sender due to being undeliverable.
For all orders shipped with a tracked shipping method, lost packages must be investigated through the shipping carrier. To initiate a claim, please email hello@tryloui.com with your order number, and our team will help get the process started. While we’re always committed to finding a resolution, please note that carrier claim timelines are outside of our control and can take 7–21 business days, depending on the carrier and their investigation process.
If a package is marked as delivered by the carrier but cannot be located, we recommend first checking around the delivery area (front door, side door, neighbors, building office, etc.), as packages are sometimes moved for safekeeping. In these cases, a delivery claim must be submitted with the carrier so they can investigate further. Most carriers do not provide delivery photos, and the absence of a photo does not indicate a delivery failure.
Refunds or replacements are not guaranteed for orders marked as delivered and will only be issued if the carrier confirms the package was lost or misdelivered. We are unable to issue refunds for packages lost or stolen after delivery or for orders delivered to the address provided at checkout.
For orders that are returned to sender, once the package is received back at our warehouse, we will issue a refund for the order less any shipping fees.
